But when something happens and they turn to the policy document, they might get a surprise. Suddenly the wording doesn't seem clear. They make their claim, but the answer isn't what they expected.
If they take their case further, it might become one of the 3,000+ complaints that the Insurance and Savings Ombudsman has to deal with. Many claims stem directly or indirectly from the way the information is communicated.
A global survey finds support for clearer communicationErnst & Young's Global Consumer Insurance Survey 2012 says it's time for insurers to rethink their relationships with their customers. The survey reports the results from interviewing 5,000 customers of insurance companies. One of the main themes of their findings? Communication is key. We're not surprised. Clear communication makes for a customer-focused business.
The report says that 'better information would boost understanding'. Customers are asking for communication that is easier to understand. They want better handling of their claims — 33% of those surveyed wanted better communication. Consistency of communication across all channels and customer touchpoints is also important.
Getting the WriteMark or other document quality mark on your documents is a proven way to achieve a consistent standard of clear communication. Your customers know you care and what they read is what they get. We think fewer complaints will follow.
Read about the Insurance and Savings Ombudsman Scheme results
See who holds the WriteMark
Visit the Insurance and Savings Ombudsman website